Manager, Guest Services

Pittsburgh Zoo & Aquarium

Manager, Guest Services

Position Description

Position Title: Manager, Guest Services                                                    Job Code: 

Department: Guest Services                                                                   Job Grade: 

Reports To: Director, Guest Services                                                         FLSA Status: Salaried; exempt

Job Summary

The Guest Services Manager is a dynamic leader who champions exceptional guest experiences and ensures seamless daily operations across the zoo. This pivotal role combines strategic decision-making, team leadership, and hands-on coordination to create a welcoming, safe, and memorable environment for every guest. Key responsibilities include staff supervision, hiring, scheduling, training, policy enforcement, and emergency response.

Key Responsibilities

• Lead the Guest Services management team to deliver outstanding guest service and operational excellence
• Mentor, coach, and develop Supervisors, Team Leaders, and Frontline Staff
• Design and deliver engaging training programs and standard operating procedures
• Interview, hire, and onboard frontline staff in coordination with the Director
• Ensure appropriate staffing levels through scheduling and monitor staffing levels to match attendance fluctuations and seasonal events
• Oversee time approval and personnel matters to ensure accurate payroll and staff support Ensure staff are being utilized effectively and efficiently by planning and assigning meaningful tasks and assignments to ensure park operations run smoothly and guests have an optimal experience
• Ensure add-on guest experiences are available for key dates throughout the year and adequately staffed with well-trained team members
• Make real-time decisions to optimize guest flow and satisfaction
• Monitor team performance and processes to uphold high service standards
• Coordinate with the Director to develop seasonal staffing plans to ensure coverage during peak attendance periods
• Support seasonal programming, such as the Jack O 'Lantern Extravaganza, ZooBoo, Zoo Lights, and Penguins on Parade with tailored staffing and logistics
• Analyze seasonal guest feedback to inform improvements for the upcoming year
• Proactively report safety concerns to Maintenance, Security, and Animal Care departments
• Represent Guest Services at committee meetings
• Serve as the primary first aid contact when EMT or Director of Safety & Security are unavailable
• Communicate policy updates and zoo-wide news to staff
• Represent Guest Services in leadership meetings when the Director is unavailable
• Collaborate with the Director to define performance benchmarks and evaluation criteria
• Develop and enforce policies and procedures that enhance the guest experience
• Resolve guest inquiries and complaints with empathy and professionalism across all channels
• Escalate complex issues to the Director when necessary
• Identify opportunities to create a more inclusive and accessible zoo experience for all
• Stay current on zoo safety protocols and emergency procedures

Additional Duties

• Take on other related responsibilities as needed to support the team and guest experience

Performance Factors

1. Attendance and Dependability: Demonstrates reliability and timely completion of responsibilities
2. Communication and Contact: Communicates clearly and effectively with staff, guests, and stakeholders
3. Relationships with Others: Fosters positive, professional relationships across departments and with the public
4. Guest Experience and Park Presentation:

• Respond promptly to guest inquiries or direct them to appropriate staff
• Maintain thorough knowledge of habitat, restroom, concession, and rental locations
• Resolve guest concerns and de-escalate challenging situations with care
• Ensure cleanliness by disposing of litter and maintaining park standards

Qualifications

• Bachelor's degree in Hospitality, Business Management, or equivalent experience
• Minimum 3 years of supervisory experience in guest services or operations
• Experience with high volume operations such as a zoo, theme park, or stadium
• Experience interviewing, hiring, and onboarding new candidates
• De-escalation, crisis management, and First Aid certification preferred
• Proven leadership, problem-solving, and team-building skills
• Excellent communication and conflict resolution abilities
• Proficiency in staff scheduling and time approval systems

Work Environment

• Blend of office work and active engagement throughout zoo grounds
• Ability to stand, walk, and respond swiftly to emergencies
• Flexibility to work holidays and evening special events
• All work performed on grounds
• At least one weekend day will be part of the regular work schedule